Fernando De Carvalho Júnior

Experience

• 

  Orange Business Services

  Jul 2009 - Sept 2014

  • First and Second level technical support professional working primarily with proactive issues as well as customer reported issues within their whole network.• Fault diagnosis, using monitoring software and other CISCO network and hardware utilities for a topology of over 3000+ equipment in a total of 3 different countries.• Opened proactive cases for investigation, provided constant updates on the failure and actions taken to repair the failure as required by the customer to meet performance targets.• Performed the technical escalation, according to the company's procedures (Scaling Matrix), and also with the local provider to get updates, and more details about the failure, as it was necessary to speed up the repair process.• Monitoring of the system, for the customer and networks and hardware, through tools and alarms, providing a proactive service to any failures that may occur affecting customer service. Show less • In charge of conducting thorough investigations and fault resolution of issues related to service failures for technologies such as IP Telephony, Security, Firewall and Switching for clients in Chile.• Main role consisted of performing the tasks of a network administrator. • The position required a high attention local and knowledge of customer services to carry out the requested changes with little or no impact on the client's services. • Both WAN and LAN networks were managed, and proactivity and knowledge of the tools used were necessary for the best development in the position. Show less • In charge of conducting thorough investigations and troubleshooting related to WAN network failures for customers around the world working as second tier support to proactively identify, correctly isolate, and permanently restore WAN link failures. • Acquired detailed knowledge of various customer's network topology and configurations. Such knowledge facilitated in any investigation and resolution required.• Worked with various technologies such as Frame-Relay, ATM, IMA, Taxi, etc.• This role required exceptional response time, and fault resolution SLAs since the customer have critical services (airlines) within their network. Show less

  • Customer Service Analyst Full I (Dedicated to Carrefour)

    Apr 2013 - Sept 2014

  • Customer Service Analyst Junior III (Dedicated to Chile)

    Nov 2012 - Apr 2013

  • Customer Service Analyst Junior II (Dedicated to SITA)

    Feb 2011 - Nov 2012

  • Customer Service Analyst Junior I

    Jul 2009 - Feb 2011
• 

  BT

  Oct 2014 - Oct 2020

  •Act as the company's front-door offering general support related to the services and products assigned to the customer(s) throughout the lifecycle of an account (from order to delivery to life), representing and acting as a mediator between the bad ones.•Support upfront accounts by helping to track contractual obligations, ensuring proper client processes, reports and resources are in place.•Support for SLAs and KPIs to be measured to feed action plans.• Conduct Continuous Service Improvement and Development Plans.•Apply ITIL governance best practices.•Support business impact analysis through mitigation and prevention plans.•Build strong relationships with customers and BT's internal areas.•Support Lead Service Managers from other regions on operational matters. Show less • Second level technical support professional working with various technologies such as MPLS, VSAT, Radiowave, X25, Martis, PSAX, SDH Alcatel and Lucent among others.• Accustomed to working proactively, and with exceptional problems/requests (latency, overutilization, traffic exchange, BW upgrade, etc.) reported by the client.• Conducted thorough investigations and troubleshooting to isolate and identify the cause of failure.• System monitoring for Backbone, trunk MPLS, VSAT HUBs, POP Power status and voice links. Show less

  • Client Services Professional

    Nov 2018 - Oct 2020

  • Network Service Analyst

    Oct 2014 - Oct 2018
• 

  Sencinet

  Oct 2020 - Nov 2021

  • Responsible for the purchase strategy of products and services for the indirect categories for Latin America.• Receive, review and resolve supplier queries, disputes and payment discrepancies.• Relationship with indirect suppliers in Brazil, including negotiation of new contracts and management, support to the main sales activities, providing cost reduction and improvements in SLA's, price revisions, deadlines and support in special projects.• Category planning, understanding of markets and suppliers, KPI analysis, stakeholder and internal customer engagement, contractual analysis, risk management.• Broad and solid relationship with the main stakeholders, internal and external, to align effective support to the implementation of the strategy and business plan.• Development of potential suppliers and supply alternatives in domestic and foreign markets, in accordance with the corporation's global strategies.• Responsible for developing and delivering the strategic plan for Brazil (Services and Indirect). Detailed analysis of the category and suppliers and presentation of the strategy - Sign On/Off aligned with the strategy of the business unit.• Meetings with supplier and internal customer to ensure the quality of services and business continuity. Show less • Responsible for a specific portfolio with the company's Top 5 customers.• Responsible for the customer journey and the quality of the service provided to the company's internal suppliers. Analysis of these KPIs performed through a Customer Health Score dashboard.• Responsible for analyzing and guaranteeing contractual SLAs and KPIs. In case of loss or fall, also responsible for generating improvement action plans.• Responsible for the analysis of operational KPIs through a customized Service Review that included the "data cleanse" process, analysis of offenders and recurrences, analysis of availability, performance & utilization against contractual SLAs and conclusion with considerations and action plan.• Responsible for the evaluation process of the NPS result KPIs – Net Promoter Score and for the conclusion of the same in the system (close the loop).• Responsible for definitive solutions in complex issues, and responsible for conducting such requests to their conclusion, internally defending the specific needs of the client.• Scheduling resource and targeting issues related to services in the implementation process and services already active with incidents that impact customer operations.• Responsible for the On-Boarding of new team agents.• Contributor / Stakeholder in the Churn process and internal improvements, bringing innovative ideas and processes to improve customer experience and retention.• Contributor / Stakeholder in the Upsell / Cross-Sell process, with knowledge of sales, operations, finance and other internal departments, directing and improving customer needs, and improving customer experience.• Active Contributor / Stakeholder in the Internal Continuous Improvement process, maintaining the concept and implementing the techniques, as well as coordinating meetings and ongoing actions of ongoing actions. Show less

  • Procurement Profesisonal

    Sept 2021 - Nov 2021

  • Customer Success Professional

    Oct 2020 - Aug 2021
• 

  Expereo

  Nov 2021 - now

  • Responsible for developing and maintaining relationships with all suppliers with whom the organization has a commercial relationship.• Management of all supplier/partner information (information such as Contacts, Escalation Matrix, LPUs, Service Coverage, etc.) within the company's system nationwide.• Conduct market research and proactively and continuously find new suppliers and alternative sourcing concepts.• Monitoring and analysis of market development and the availability of products/services (current & new). Predicts prices of strategic spend segments.• Management of Quality KPIs in service delivery from suppliers within the area of ​​responsibility and in the areas of operations and implementation.• Precise and economic feasibility, negotiations and contracting aligned with the strategic objectives of the business.• Execution of agreements with suppliers such as contracts, NDAs, MSAs, etc.• Interface with internal departments such as finance, tax, deployment, engineering and operations regarding lost KPIs, resolution or process failure, and other issues that arise before, during and after service activation.• Main company representative for suppliers and customers nationwide.• Evaluation of active services for annual savings proc Show less

  • SRM Manager LATAM

    Apr 2024 - now

  • Senior Supplier Relationship Manager

    Aug 2023 - Apr 2024

  • Supplier Relations Representative

    Nov 2021 - Aug 2023